Odyssey Financial Technologies
Customer Support Services
At Odyssey we acknowledge that a key differentiator in moving forward is the provision of quality support and maintenance services.
This encourages our customers to perceive us as a solution partner rather than just another supplier: “We aim to be the company with which people prefer to do business”. Odyssey's Customer Support Services (CSS) team has accumulated many years of experience from which our users can instantly benefit.
The CSS team provides support and maintenance services in two packages: Standard and Premium. Both can be extended by Optional services. These offers ensure that all our customers can receive the type of support they need, when they need it, adapted to their individual requirements.
Available support and maintenance services are:
Support:
- Service Desk access
- Self-Help
- Remote access support
- Support account manager
- On call support
- Weekend support
- Health check
Maintenance:
- Software product maintenance
- Funded development maintenance
- Customisation maintenance
- Report maintenance
- Standard interface maintenance
- Extended support & maintenance
Customer’s satisfaction survey
Throughout our offering, the CSS team makes use of the Information Technology Infrastructure Library (ITIL) for the delivery of Odyssey support and maintenance services. ITIL is a set of best practices for IT Services Management that furnish software providers with guidelines on how to support IT solutions in the most effective and efficient manner.
It is therefore effectively a guarantee for our customers that their solutions will be supported according to the industry’s highest quality standards. At Odyssey the Service Desk fulfils this role of receiving and storing all client enquiries about Odyssey solutions, whether about functionality, procedural use, service requests, or incidents.
Future enhancements
At Odyssey we undertake to regularly review our customer support strategy and look to continuously improve quality, range of support and maintenance services, expertise and responsiveness.